Service Desk Specialist

The Service Desk Specialist provides frontline technical support, resolving L1 IT issues (hardware, software, and network) for employees and clients. This role ensures SLA compliance for ticket resolution while maintaining strict adherence to KSA cybersecurity standards (NCA, SAMA).

Technical Support & Troubleshooting

• Resolve L1 tickets (planning & designing requests, implementation requests, support requests, application deployment) via phone, email, or chat
• Escalate complex issues to L2/L3 teams or application support team leads with detailed documentation
• Support Microsoft 365, VPN, and SaaS applications

User & Device Management

• Configure and troubleshoot laptops, printers, and mobile devices
• Manage Active Directory user accounts, passwords, and permissions

Documentation & Knowledge Sharing

• Update IT knowledge base with solutions
• Document recurring issues for root-cause analysis

Stakeholder Communication

• Provide Arabic/English bilingual support (preferred)
• Communicate outage and preventive/corrective maintenance alerts to users

Special Projects

• Provide support on cross-functional projects
• Collaborate with other teams to align projects with KSA regulatory requirements (SAMA, NCA)
• Ensure projects are delivered on time, within budget, and with zero service disruptions

Qualifications:

• Bachelor’s degree in Computer Engineering, IT, or Diploma in IT, Computer Science, or related technical field.
• 1+ years in helpdesk, technical support, or IT internship.
• Knowledge in Active Directory and Computer Hardware/Software.